Account Executive (Accounting)

JOB DESCRIPTION – CRM EXECUTIVECompany: SB International Tours and Travels Pvt. Ltd.

Department: Customer Relationship Management / Sales & Marketing

Position: CRM Executive

Reporting To: CRM Manager / Sales Manager

Employment Type: Full-Time

Work Location: Bangalore

1. Job PurposeThe CRM Executive will be responsible for managing customer relationships, handling enquiries and follow-ups, maintaining accurate customer records, improving customer satisfaction, and supporting the conversion of enquiries into confirmed travel bookings.

The role requires excellent communication, strong follow-up skills, customer-service orientation, and the ability to coordinate effectively with the Sales, Operations, Ticketing and Accounts teams.

• 2. Key ResponsibilitiesCustomer Relationship ManagementMaintain and regularly update the company's CRM/customer database.
• Manage customer enquiries through phone calls, WhatsApp, email and other communication channels.
• Understand customer requirements, travel preferences, budgets and expectations.
• Provide timely and professional responses to customers.
• Maintain regular communication with existing and prospective customers.
• Lead Management & Follow-upReceive and register new leads and enquiries in the CRM system.
• Follow up with leads systematically until conversion or closure.
• Track pending enquiries and ensure no lead is missed.
• Coordinate with the sales team to convert qualified leads into bookings.
• Maintain proper records of quotations, discussions and customer commitments.
• Booking & Travel CoordinationCoordinate with the Sales, Ticketing and Operations teams for smooth execution of customer requirements.
• Ensure customers receive accurate information regarding flights, hotels, tour packages, visas, transfers and other travel services.
• Follow up with customers before, during and after their travel.
• Assist in resolving customer issues and coordinate with the relevant department for timely solutions.
• Customer Satisfaction & RetentionCollect customer feedback after completion of travel.
• Handle complaints professionally and escalate unresolved issues to the concerned manager.
• Identify opportunities for repeat bookings and referrals.
• Maintain long-term relationships with existing customers.
• Support customer retention campaigns, promotional offers and loyalty initiatives.
• Reporting & MISPrepare daily/weekly/monthly CRM reports as required.
• Track lead status, follow-ups, conversions, cancellations and repeat customers.
• Maintain accurate customer interaction and booking records.
• Share important customer updates with the reporting manager.
• Ensure CRM data is complete, accurate and updated on time.
• 3. Required Skills & CompetenciesExcellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Excellent follow-up and persuasion skills.
• Customer-focused and service-oriented approach.
• Good negotiation and problem-solving abilities.
• Ability to handle multiple enquiries simultaneously.
• Good knowledge of MS Office, Excel, WhatsApp Business and CRM software.
• Strong attention to detail and record-keeping skills.
• Ability to work under pressure and meet targets/deadlines.
• Knowledge of domestic and international travel is an added advantage.
• 4. Educational Qualification & ExperienceGraduation in any discipline.
• Diploma/Degree in Travel & Tourism, Hospitality, Business Administration or a related field is preferred.
• 1–3 years of experience in CRM, customer service, sales support or the travel industry is preferred.
• Freshers with excellent communication and customer-handling skills may also be considered.
• 5. Key Performance Indicators (KPIs)Number of leads contacted and followed up.
• Lead-to-booking conversion rate.
• Follow-up completion rate.
• Customer response and resolution time.
• Customer satisfaction and feedback scores.
• Repeat booking and referral generation.
• Accuracy and timely updating of CRM records.
• Number of missed/unattended leads.
• Revenue generated through converted leads.

6. Expected BehaviourThe CRM Executive is expected to:

• Maintain professional communication with every customer.
• Respond to enquiries promptly.
• Never ignore or delay customer follow-ups without valid reason.
• Maintain confidentiality of customer and company information.
• Coordinate positively with all departments.
• Take ownership of customer issues until proper resolution.
• Represent SB International Tours and Travels professionally at all times.